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A first birthday update.....

handy giff-staffer

Believe it or not giffgaff launched its beta service nearly a year ago on 25th Nov 2009 and so I thought it would be good idea to share with you what we have planned in the countdown to our first birthday and beyond.


There’s been a lot happening here at the Old Rectory and the team has been very busy, from developing new products and rationalising old ones, to getting our facebook community to help us spread the word.


If you ‘Like’ giffgaff on facebook, then you have probably seen us adding extra minutes to our £10 goodybag.  We asked our facebook community to help us spread the word about giffgaff – the more they spread the word and the more “Likes” we got, the more minutes we added to the £10 goodybag. The good news is that we hit every target we set , so we’ve been able to add an extra 100 minutes.


So the £10 goodybag will have250 UK minutes, unlimited text and mobile internet for just £10 for any member buying it between 15th November and 31st December 2010.  It’s a special offer to say thanks for spreading the word.


We’re also going to be updating our giffgaff Labs offer – our current 2p calls / 1p text Lab will be replaced with an exciting new one at the beginning of December.  I can’t reveal too much about it at this stage, except to say it’s called “Hokey Cokey” and the fact that it’s quite unlike any product on the market today. Watch the blog for more details.


Remember too that we’re reaching the end of our second payback points earning period , so points earned between June and November will be paid out as cash, airtime balance or can be donated to our community nominated charity in early December.


With a couple of new products on the way and our 1st birthday coming around soon we’ve taken the opportunity to spring (autumn?) clean our goodybag range also.


As you know, goodybags have been a great success overall but the £30 goodybag has always struggled in the popularity stakes.  Even when we reduced the price its popularity didn’t pick up with less than 5% of our members taking it  – so in the spirit of only having winners in our range we’re sending it to the great tariff resting place in the sky. It’ll be sad to see it go but fans of it will have until 21st November to buy one before we take it off the sale rack.


We’re also removing some phone numbers from within all goodybag allowances as they break our Terms and Conditions.  These are being used for call forwarding services which aren’t part of the goodybag offer, so you can still call them, but outside of your goodybag allowance. 


And finally, I can announce that our free mobile internet offer, which was due to end on Dec 1st, is going to be extended until the end of February 2011.  As many of you know, we developed a pricing plan in consultation with our members for data used outside of our goodybags a while back and the implementation of this has been delayed again.


So that’s all for now – as always, we’re  interested in your views and feedback – so don’t be shy and post a comment.


The gaffer


But gg is not being fair.


To be fair they should at the very least allow existing users of the £30 bag to carry on using it.


From a PR point of view gg should be very aware that Face Book could be a two edged sword.


At the moment it is successfully using it for marketing but if people lose their trust in gg that could spread like wildfire on social networks, and no I do not use any of them. . 


Ref my previous post


I fail to see how anyone dare carry on recommending  gg for good deals with the knowledge they could be wiped out at any

time without reasonable warning ( 6 months min ) 


Well, am feeling utterly dispondant.

Some of you will know me from my posts on the forum for the past month and a half - I've been a VERY happy giffgaff customer, told everyone I know about it... given them glowing reviews.... etc. etc.


Now today, suddenly they drop the bombshell that the £30 goodybag is being scrapped.


This was the number one reason I joined giffgaff... I wanted to escape having to worry about "how many minutes I have left" every time i made a call... the £30 was quite a lot for a month, but well worth the peace of mind that i'd not suddenly find myself running out. 


To be honest even, I probably would only use the amount of minutes in a £20 goodybag most months... but that wasn't the point... the point was that there was no worry, no issue with having to think about it... It was a bill paid that could be put to rest and to the back of my mind... for that the extra £10 was worth the peace of mind.


Not only that, I feel that giffgaff have not consulted the community AT ALL on this, so much for being a community led organisation. ALSO I feel that the excuse they gave was a fabrication... "only 5% of people use it"... so?? how is that really an issue? it makes no logical sense... It's a great selling point, it gives people choice etc. etc. there are so many positives to it that even if only one customer used it, it'd hardly be an issue, on a marketing front alone it's ideal.

I think that its actually a case that the goodybag isn't sustainable and/or some people have abused it... 

but WHY can't they just be honest and come out with that? as we all know that's the real answer.... or even just put a fair usage policy on it? at least that protects the honest giffgaff customers.


In the space of one day I've gone from feeling like part of a community - one that I really wanted to help with... to feeling ignored and let down on a massive scale.


I'm sure i'm not alone in this... if giffgaff really is a community driven company, what can we do to turn this terrible decision around?


Wow. I've been here since January and whilst I only bought the £30 goodybag once I really feel for all of the members who used it regularly. I also think it's bad PR to finish this goodybag just before Christmas when I guess that most people would find a use for it over the heavy calling Xmas period. I've never seen the community so vocal over an issue with such ill feeling. A shame so close to the first anniversary, a real shame.


There were two main reasons for me coming over to giffgaff - cost and flexibility.

Cost: For my usage, it works. For others it doesn't (e.g. my father who has a network of friends on O2).

Flexibility: I knew that I could vary the goodybags I used, and skip out to another provider if something better came along. The catch is that giffgaff have the same flexibility. We are not tied into a contract, and neither are they.


For those giffgaffers who are annoyed that giffgaff have withdrawn the £30 giffgaff. Would you have been loyal if a better deal had came along on another network? I don't think so.


I'm not to worried about the reasons for giffgaff dropping the £30 goodybag. If I need something like that, there are comparative deals on other networks. I'm sure giffgaff would have retained it if they were making money on it...and were allowed to by Telefonica. I do suspect that it was easier to abuse than on a network contract, so that may be a factor.


For me, I'm disappointed to see the £5/2p/1p goodybag go (it suited my wife), but I'm looking forward to seeing what the replacement is. I think it needs to be something of value to customers who don't desire unlimited data.




So really it's a case of... "happy birthday.... but sorry, i'm taking your present away"


Unless giffgaff do something astounding to prove they care about those customers who paid the most, then i think the chances of me being the evangelical customer I was up until today, are pretty slim from now on... sad as i was loving this company so much,


Still there's always the tesco mobile £30 deal...£30 Tariff 1 Month Contract (Unlimited minutes, texts and data.) - oh and you get points on your club card for every top up.


Ironic as i've spent the past month trying to talk my friend away from tesco and onto giffgaff. Maybe he was right all along, and they're more stable, established and predictable.


So please Gaffer, restore my faith... i really don't want to move to another company... I already feel at really home here with giffgaff, but this is just a very very stupid idea and it makes me wonder what unpleasant surprises are around the corner.


Yes, doing the occasional special deal is nice... but there is also something much more reassuring about knowing that a company isn't going to drop one on you out of the blue.





(at)gaffer So if I divert one of my Giffgaff numbers to a landline or VoIP account, this would then be a number mixed in with other Giffgaff numbers, so you would be breaking your own terms and you would need to exclude (charge for) your own number ranges? I see little difference between the two scenarios as your costs would be massively reduced to terminate the call yet you would be charging O2's full interconnect rate to callers from other networks.


Franky it's this number exclusion that disgusts me as it appears anti-competitive. Mobile number ranges are allocated by Ofcom and should be treated as such with no exceptions. Just because you don't like the fact that new entrants have lower costs or a better business model, does not mean you can charge your customers more for something they would expect to be included in their bundles... and before you mention it I don't want to have to check a massive list of numbers before I make every call, that was the situation we had before "Phone Day" which was supposed to prevent such issues.


I believe T-Mobile were taken to court by Truphone over something similar but forget how that ended. Frankly I'd lodge a complaint with Ofcom but as it appears the whole telecoms industry is run by shysters and crooks I doubt it would make a difference. Because of my experience of other mobile carriers I was suspicious of Giffgaff at the start, but was starting to reverse my opinion. I now feel my initial impression was correct after all.


Is there any chance we can have a full description of the alleged "abuse" that the owners of these number ranges have commited (and details of which companies and destinations are affected) so we can draw our own conclusions?




Just found a reference to the T-mobile/Truphone case. It's not quite the same situation but they lost:


Completely agree with your post lucid, your  post summed it up perfectly. Like yourself I am completely shocked and disappointed at the bombshell. Why Giffgaff can't consult with its members or try and compromise (fair usage policy?) I will never know. This is a gaff of the higest proportion. Only time will tell what impact it has on the business. Needless to say I won't be hanging around to find out.


I had doubts about moving over from O2, but once I had moved I was beginning to think I had made the right choice. Boy am I regretting it now! The fact made worse by losing my highly valuable tariff which is no longer available. :-(. The fact that they only gave one week's notice sums it up really.


I'm STRONGLY against the £30 Goodybag going.Why does it have to go?


Wasn't hurting anyone was it.


I never used anywhere near enough to use a £30  but saw it as aspirational. There if I wanted it and maybe one day I'd have use for it. Also great to sell GG to friends - "Look, for the price you're paying now you could get UNLIMITED!!"This was really the big selling point for Giffgaff for me. I could go onto something for a month that made my sisters contract minutes look laughable


....And to share something that genuinely just happened - My sister (who's not yet on Giffgaff) just used my laptop for a minute. Se saw this post I was proposing and said "aw - they're getting rid of the £30. That's why I wanted to move to them


Actually just happened just now.





I'm STRONGLY against the £30 Goodybag going.Why does it have to go?


Wasn't hurting anyone was it.



It must have been hurting giffgaff, or they wouldn't have got rid of it, would they?


And if it was hurting giffgaff, then it was hurting the customers that don't use the £30 goodybag, i.e. most of us.


For users of the £30 goodybag, I refer you back to my previous post:

For those giffgaffers who are annoyed that giffgaff have withdrawn the £30 giffgaff. Would you have been loyal if a better deal had came along on another network? I don't think so.